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NBN - Contract start date

Level 1b

I contacted TPG last friday for NBN connection, and yesterday I tried to cancel it. TPG advised me,


1) There is no cooling off period 

2) I need to pay cancellation fee, even though I haven't received modem and NBN connection not activated yet. 


Are these statements correct? Please advise when exactly my contract starts. TPG has deducted money from my card as well. 



Hi @pandi5 


Welcome to TPG Community!


We have found your account using your community details and understand that you are on the TPG NBN service.


Cooling off periods may occur in the industry when a new customer signs up to a new product as a result of being actively pursued by a Telemarketer or Sales agent in person. This is known as an unsolicited consumer agreement. More information about this agreement can be found here.


In this particular case, being an existing TPG customer with a current service, this agreement does not apply. As a loyal customer we like to keep you updated about our product range as a newer product may be more suitable for you, or provide you with additional value to the service that you are already receiving.


Based on Service Description and Terms – NBN



12.1. You may terminate the NBN service by giving us at least 30 days written notice. You must pay for charges for the service up to the end of the notice period.

12.2. If you cancel your NBN service before the end of your Minimum Contract Period, you will be required to pay the early termination charges.


If you wish to discuss this matter further, we can have an Accounts Specialist to contact you. Let us know via private message your contact details (phone number and preferred time to be contacted).


Best regards!

Level 1b

Thanks for your reply. For information, I'm not an existing TPG customer, I'm with Optus Cable broadband for the last 8 years. I started off making an enquiry with online chat and the person asked me to contact sales and sales made me to sign up for the contract. 


I believe as per Telecommunication Industry standards, since I haven't got the NBN connection yet, my contract wouldn't have started. Can you clarify this? 


Hi @pandi5,


We can see that this issue has been escalated to our Complaints Resolution Team and they are now working on a resolution. Your case officer will contact you via email or a phone call as soon as a new update becomes available. 


Should you have a preferred email address and contact number, please let us know via private message.


The community article "How do I private message (PM) in the community" may be of help,


Thank you.



Level 1b

I tried to contact complaints phone number, to speed up the cancellation process, but that phone line is not available at all. This is bad customer service from TPG. The email I sent 2 days back to Complaints dept., I'm yet to get some kind of acknowledgement or response. 


Hi @pandi5


We're sorry to read that you were unable to reach our TPG Complaints Resolution Team. We have received your contact details via private message and forwarded it to your assigned case officer. 


Our complaints resolution officer will be in touch with you via call/email within the day. Please let us know if you are still unable to hear from her. 


We sincerely apologise for the inconvenience. 


Best regards, 


Level 1b

Thanks. I received an email from Customer Relations team, once everything sorted I will update this forum.  


Hi @pandi5,


We're glad to know that you have been in contact with one of our Complaints Resolution Case Manager. In case you will have queries in the future do not hesitate to update this thread.